Customer Success Manager

Meazure Learning; Hyderabad; À distance; INR 1 500 000 - 2 100 000; Plein temps

Résumé du poste

Meazure Learning in India is seeking a Manager, Customer Success to lead and develop a team of about 10 Customer Success Associates, ensuring high-quality client support and day-to-day operations. The role emphasizes people leadership, performance management, coaching, and collaboration with global CS leadership to align priorities and drive client success outcomes.

This is a remote India opportunity with India-focused responsibilities and core hours aligned to IST, fostering an engaged and

Qualifications

• Bachelor's degree or equivalent relevant professional experience.
• 8+ years of progressive experience in Customer Success, Client Services, Account Management, or a related client-facing function.
• Minimum 3 years of direct people-management experience strongly preferred, ideally managing customer-facing or client-support professionals.
• Experience within B2B SaaS, education technology, assessment, or another global client-focused organization preferred.
• Strong client orientation and ability to manage escalations and resolve complex issues.

Responsabilités

• Directly manage a team of approximately 10 Customer Success Associates.
• Provide ongoing coaching, feedback, and development to strengthen performance.
• Lead regular one-on-one meetings, team meetings, performance reviews, and career-development discussions.
• Establish clear expectations and hold team members accountable for performance, behaviors, service standards, and business objectives.
• Recognize strong performance and proactively address performance concerns.
• Partner with HR and Customer Success leadership on performance management, employee relations, development planning, and other people-related matters.
• Identify high-potential talent and support career development, succession planning, and internal mobility.
• Support the onboarding and successful integration of new team members.
• Build an engaged, accountable, collaborative, and client-focused team culture.
• Own overall performance and service delivery for the India-based Customer Success Associate team.
• Ensure CSAs consistently provide responsive, accurate, and high-quality support to clients and Customer Success partners.
• Monitor individual and team performance against established goals, service levels, client expectations, and other Customer Success measures.
• Provide management support and escalation leadership for complex client or service issues.
• Identify performance trends, recurring issues, and opportunities to strengthen the client experience.
• Partner with Customer Success leadership to support client satisfaction, retention, relationship health, and overall Customer Success objectives.
• Manage workload, capacity, assignments, and priorities across the team to ensure appropriate client coverage and effective utilization of resources.
• Use data, reporting, and performance metrics to identify trends, performance gaps, resource needs, and development opportunities.
• Ensure consistent execution of Customer Success processes, standards, and expectations.
• Identify opportunities to improve team effectiveness, scalability, and quality.
• Support workforce planning and hiring activities as the team evolves.
• Serve as the primary local people leader for the India Client Success Associate team.
• Act as a key connection between India-based CSAs and Customer Success leadership.
• Partner effectively with Customer Success Managers and leaders as well as Implementation, Service Delivery, Product, Technology, HR, and other functions.
• Communicate team performance, capacity, risks, employee-development needs, and resource requirements to Customer Success leadership.
• Work effectively across geographic locations and time zones to support a global organization and client base.
• Lead the team through organizational, process, and business changes and reinforce effective change adoption.

Connaissances

People leadership

Coaching

Cross-functional collaboration

English communication

Data-driven decision making

Formation

Bachelor's degree or equivalent

Description du poste

Job Summary

The Role: The Manager, Customer Success is a people leadership position responsible for leading, developing, and managing a team of approximately 10 Customer Success Associates (CSAs) based in India. The Manager is accountable for the performance, development, engagement, and day-to-day leadership of the team while ensuring consistent, high-quality support for Meazure Learning's clients and Customer Success organization.

This position does not carry an individual client portfolio as a primary responsibility. Rather, success is achieved through the performance and effectiveness of the team the Manager leads.

The Manager serves as the primary people leader for the India-based CSA team and partners closely with Customer Success leadership and other global stakeholders to align team priorities, capacity, performance, and development with broader business and client needs.

Responsibilities

People Leadership Team Development

• Directly manage a team of approximately 10 Customer Success Associates.
• Provide ongoing coaching, feedback, and development to strengthen individual and team performance.
• Conduct regular one-on-one meetings, team meetings, performance reviews, and career-development discussions.
• Establish clear expectations and hold team members accountable for performance, behaviors, service standards, and business objectives.
• Recognize strong performance and proactively address performance concerns.
• Partner with HR and Customer Success leadership on performance management, employee relations, development planning, and other people-related matters.
• Identify high-potential talent and support career development, succession planning, and internal mobility.
• Support the onboarding and successful integration of new team members.
• Build an engaged, accountable, collaborative, and client-focused team culture.

Team Performance Client Success

• Own overall performance and service delivery for the India-based Customer Success Associate team.
• Ensure CSAs consistently provide responsive, accurate, and high-quality support to clients and Customer Success partners.
• Monitor individual and team performance against established goals, service levels, client expectations, and other Customer Success measures.
• Provide management support and escalation leadership for complex client or service issues.
• Identify performance trends, recurring issues, and opportunities to strengthen the client experience.
• Partner with Customer Success leadership to support client satisfaction, retention, relationship health, and overall Customer Success objectives.

Workforce Operational Management

• Manage workload, capacity, assignments, and priorities across the team to ensure appropriate client coverage and effective utilization of resources.
• Use data, reporting, and performance metrics to identify trends, performance gaps, resource needs, and development opportunities.
• Ensure consistent execution of Customer Success processes, standards, and expectations.
• Identify opportunities to improve team effectiveness, scalability, and quality.
• Support workforce planning and hiring activities as the team evolves.

Global Cross-Functional Leadership

• Serve as the primary local people leader for the India Client Success Associate team.
• Act as a key connection between India-based CSAs and Customer Success leadership.
• Partner effectively with Customer Success Managers and leaders as well as Implementation, Service Delivery, Product, Technology, HR, and other functions.
• Communicate team performance, capacity, risks, employee-development needs, and resource requirements to Customer Success leadership.
• Work effectively across geographic locations and time zones to support a global organization and client base.
• Lead the team through organizational, process, and business changes and reinforce effective change adoption.

Additional Position Information

• Remote India Opportunity
• Core Hours: 6 pm - 3 am (IST) or 5 pm - 2 am (IST)
• Core Days Worked: Monday - Friday

Desired Attributes

• Bachelor's degree or equivalent relevant professional experience.
• 8+ years of progressive experience in Customer Success, Client Services, Account Management, or a related client-facing function.
• Minimum 3 years of direct people-management experience strongly preferred, ideally managing customer-facing or client-support professionals.
• Demonstrated experience coaching employees, managing performance, developing talent, and building effective teams.
• Experience managing a team of similar size and scope preferred.
• Experience within B2B SaaS, education technology, assessment, or another global client-focused organization preferred.
• Strong client orientation and demonstrated ability to effectively manage escalations and resolve complex issues.
• Strong verbal and written English communication skills and the ability to work effectively with global colleagues and clients.
• Strong organizational, prioritization, and decision-making skills.
• Demonstrated ability to use data and performance metrics to manage a team and make informed decisions.
• Ability to operate effectively within a global, cross-functional, and matrixed organization.

Measures of Success

Success in this position will be measured primarily through the performance and effectiveness of the team, including:

• Achievement of team performance and service expectations.
• Quality and consistency of client support.
• Employee performance, engagement, development, and retention.
• Effective coaching and development of Client Success Associates.
• Timely and effective management of performance concerns and client escalations.
• Appropriate workload distribution and team capacity management.
• Development of internal talent and readiness for expanded responsibilities.
• Strong partnership with Customer Success leadership and global stakeholders.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.